Talking tourism - 7 September 2013

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Pragmatics presented a tourism industry orientation programme to a group of students from the Cape Peninsula University of Technology.

Topics covered include mavenism, servant leadership, virality, ethics and responsible tourism

Published in: Business, Travel
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  • 1. A tourist at a top African game lodge overlooking a waterhole, who spotted a visibly aroused elephant, complained that the sight of this rampant beast ruined his honeymoon by making him feel "inadequate".2. A woman threatened to call police after claiming that she'd been locked in by staff. When in fact, she had mistaken the “do not disturb” sign on the back of the door as a warning to remain in the room.3. "The beach was too sandy."4. A guest at a Novotel in Australia complained his soup was too thick and strong. He was inadvertently slurping the gravy at the time.5. "Topless sunbathing on the beach should be banned. The holiday was ruined as my husband spent all day looking at other women."6. "We bought 'Ray-Ban' sunglasses for five euros (£3.50) from a street trader, only to find out they were fake."7. "No-one told us there would be fish in the sea. The children were startled."8. "It took us nine hours to fly home from Jamaica to England it only took the Americans three hours to get home."9. "My fiancé and I booked a twin-bedded room but we were placed in a double-bedded room. We now hold you responsible for the fact that I find myself pregnant. This would not have happened if you had put us in the room that we booked."10. "I compared the size of our one-bedroom apartment to our friends' three-bedroom apartment and ours was significantly smaller."11. "The brochure stated: 'No hairdressers at the accommodation'. We're trainee hairdressers - will we be OK staying here?"12. "There are too many Spanish people. The receptionist speaks Spanish. The food is Spanish. Too many foreigners."13. "We found the sand was not like the sand in the brochure. Your brochure shows the sand as yellow but it was white."14. "We had to queue outside with no air conditioning."15. "It is your duty as a tour operator to advise us of noisy or unruly guests before we travel."16. "I was bitten by a mosquito - no-one said they could bite."17. "I think it should be explained in the brochure that the local store does not sell proper biscuits like custard creams or ginger nuts."18. "It's lazy of the local shopkeepers to close in the afternoons. I often needed to buy things during 'siesta' time - this should be banned."19. "On my holiday to Goa in India, I was disgusted to find that almost every restaurant served curry. I don't like spicy food at all."20. "We booked an excursion to a water park but no-one told us we had to bring our swimming costumes and towels."
  • Talking tourism - 7 September 2013

    1. 1. TALKING TOURISM TOURISM INDUSTRY ORIENTATION PROGRAMME 7 SEPTEMBER 2013
    2. 2. @pragmatweets SOCIAL STUFF @CPUT #talkingtourism
    3. 3. WHATS IN THE BOX? - Tourism & Brand South Africa - Mavenism - Responsible Tourism - Professional Values and Ethics - Social Media
    4. 4. PHILLIPINE RODNEY ERROL CRAIG KIENO YOUR SPEAKERS
    5. 5. SESSION CONTEXT
    6. 6. CPUT INSIGHTS
    7. 7. BRAND SA
    8. 8. PLENARY 1 – MAVENISM
    9. 9. MAVENISM - Market mavens are consumers who are highly involved in the marketplace and represent an important source of marketplace information to other consumers. - Because of their influence on other consumers across a wide range of product domains, market mavens are particularly interesting to employers.
    10. 10. INFLUENCE - Bearden, Netemeyer, and Teel (1989, p. 474) defined consumer susceptibility to interpersonal influence as “the need to identify or enhance one’s image with significant others through the acquisition and use of products and brands - The willingness to conform to the expectations of others regarding purchase decisions and/or the tendency to learn about products and services by observing others and/or seeking information from others
    11. 11. SERVANT LEADERSHIP - Servant leaders get results for their organization through whole-hearted attention to their followers and followers’ needs - Servant leaders place emphasis on collaboration, trust, empathy and ethics - The leader should be a servant first, leading from a desire to better serve others and not to attain more power
    12. 12. THE COCKTAIL - Product - Level of service - Time - Troubleshooting
    13. 13. COMPLAINERS
    14. 14. RAMP IT UP - Neuroticism. "The general tendency to experience negative affects such as fear, sadness, embarrassment, anger, guilt, and disgust...” - Extraversion. "In addition to liking people and preferring large groups and gatherings, Extroverts are also assertive, active and talkative. They like excitement and stimulation and tend to be cheerful in disposition. They are upbeat, energetic, and optimistic.” - Openness to Experience. "...active imagination, aesthetic sensitivity, attentiveness to inner feelings, preference for variety, intellectual curiosity, and independence of judgment...” - Conscientiousness. "...a more active process of planning, organizing, and carrying out tasks... The conscientious individual is purposeful, strong-willed, and determined... scrupulous, punctual, and reliable.” - Agreeableness. "...primarily a dimension of interpersonal tendencies. The agreeable person is fundamentally altruistic ...sympathetic to others and eager to help them, and believes that others will be equally helpful in return."
    15. 15. ON THE COUCH
    16. 16. PLENARY 2 – RESPONSIBLE TOURISM
    17. 17. TEA
    18. 18. LUNCH
    19. 19. PLENARY 3 – SOCIAL MEDIA
    20. 20. SOCIAL MEDIA
    21. 21. CONCLUSION Your Tweets Belong to the World (and the World is Full of Reporters) Maybe what my mom said was true “You better watch that smart mouth of yours or something’s going to happen!” Always listen to your mother.
    22. 22. PROFESSIONAL VALUES
    23. 23. SESSION REVIEW FACEBOOK.COM/WEAREPRAGMATIC
    24. 24. WHERE TO FROM HERE…

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